101b.04 - Communicate w/ Confidence

Question 1

Paraphrasing to summarize the meaning of what has been communicated is known as:

Answer 1

Reflective listening

Question 2

Adjusting your behavior to ensure your messages are being understood, and adapting your approach is referred to as:

Answer 2

Flexing

Question 3

All of the following topics are considered to be controversial for discussion with the client EXCEPT:
1. Religion
2. Politics
3. Personal problems
4. Hair care products

Answer 3

Hair care products

Question 4

Practicing good manners in the workplace is referred to as:

Answer 4

Professional etiquette

Question 5

Not making assumptions about people based on appearances reflects use of:

Answer 5

Respect

Question 6

If a person matches their actions with their words, it is an example of:

Answer 6

Integrity

Question 7

Persevering through difficult times is an example of:

Answer 7

Commitment

Question 8

As soon as you notice a discussion is getting off-track, you should:

Answer 8

Bring it back to the main issue

Question 9

The scheduling concern of a client arriving early can be addressed by:

Answer 9

Telling client how long before the service will begin

Question 10

“No-Show” clients can be handled with all of the following strategies EXCEPT:
1. Making reminder calls ahead of time
2. Offering other available appointment times
3. Informing client of cancellation policy
4. Never discussing the missed appointment

Answer 10

Never discussing the missed appointment